We aim to dispatch all orders within 24 hours, or 48 hours subject to any national or religious holidays, that the RUA LUJA Brand or employees may be participating.
Delivery times stated on the website are estimates only and are only to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. RUA LUJA cannot take responsibility for any delays, postal strikes or unforeseen circumstances caused by any postal process or destination customs clearance processes.
You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.
If delivery is delayed by any event outside of our control, (see clause 8 in the T&C’s) we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.
Delivered but not received
All of our orders include a tracking number with delivery confirmation. If your order is marked as delivered, but you have not received your product please contact the couriers listed on your order to investigate the issue. We are not responsible for packages marked as delivered that you have not received. We make sure to ship all packages to the order address you give us during checkout.
If there’s any question, feel free to message us via the CONTACT US page.
RETURNS & EXCHANGE
Your satisfaction is one of our top priorities. We created our return policy to help you understand how we collect, use, communicate, disclose and replace the items if
needed. This policy is valid for manufacturer defects. In case you receive a wrong or damaged product, you can inform us immediately so that we can resolve the issue as soon as possible. We will replace the item or issue a full refund. All returned products should be in the same condition you received them, unused and with all the RUA LUJA tags still attached and in the original packaging.
Your refund includes the cost of the product and any taxes, but will not involve any original shipping and delivery costs, if relevant. Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/or a refund refused.
Goods are classed, as “faulty” if they are received damaged/torn/ by the fault of the manufacturer, not damaged or torn by trying them on. Items that are damaged as a result of normal wear and tear and if you do not follow the washing instructions as stated on the RUA LUJA tag attached to the garment and damaged has occurred this is “NOT” considered to be faulty and a refund will not be issued.
To return faulty Goods to us, you will need to fill in the returns form that was sent with the Goods and follow the instructions on it. If you no longer have the returns form, please contact our Customer Service team via the CONTACT US page for instructions.
We are not liable for returned Goods, which are lost in transit, so it is important that you use an insured delivery method.
If you would like to exchange a faulty item for a replacement instead of obtaining a refund, please be made aware how RUA LUJA garments are individually produced which means it is not produced on a production line, each garment is hand cut one at a time and for that reason we cannot replace an “identical” garment and only replace it for a very similar garment and size, subject to availability.
When producing the product images on the computer please bear in mind we have made every effort to display as accurately as possible the colours of our products that appear on the RUA LUJA website. However, as everyone’s computer monitors vary, we cannot guarantee that the product displayed on your monitor will be completely accurate.
We offer a flexible returns policy to make online shopping experience easier, so before you confirm your order please bear in mind and respect that RUA LUJA is a small online business and when selecting an item, make sure it is the correct size, colour and item you wish to purchase, not an item you just wish to try on and return for that reason. We do monitor the number of returns made by customers, and
repeated returns will be flagged up and can potentially by refused at the discretion of RUA LUJA and can lead to a closure of account.
RIGHT TO CANCEL (EU CUSTOMERS)
If you are a customer based in the European Union (EU) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.
You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods. To exercise the right to cancel, you must inform us by the CONTACT US page. You may also use the cancellation form, but it is not obligatory.
This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g underwear, swimwear or pierced jewellery) if the seal has been broken; (2) The tags have been removed and the item has been worn; and (3) items that have been made to the customer’s specification or that are personalised. You will be responsible for the cost of returning a cancelled order to us.
For orders cancelled under the ICACRs, we will issue you with a full refund excluding the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make reimbursement without undue delay, and not later than:(i) 14 days after the day we receive back from you any of the goods supplied; or
(ii)(if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.
We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement. In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. If we do not receive the goods back, we may arrange to have them collected from you at your cost.
Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email as described above.
WASH GUIDE & AFTER CARE
We test our garment fabric to ensure it maintains its high quality texture and colour after washing in the best way possible. Every garment will be produced with a RUA LUJA tag attached to the garment, on the back of this it will state the best possible way to wash the garment to ensure it keeps its beautiful appearance.
- Separate your wash into whites, darks and colours to reduce the risk of colour running.
- Even though many fabrics have been designed to be washed together, many and most fabrics may absorb dye from other garments and this can ruin your garment.
- To keep the garment looking at its best, always follow the instructions on the tag.
- After extensive research on our fabrics, we highly recommend you hand wash the garments for the best possible outcome. If you wish to machine wash, you MUST use the delicate gentle wash button on your appliance.
- We do not recommend you tumble dry your garments as this causes shrinkage, fades colour and can damage your garment.
- Reshape jersey when you take it out of the washing machine.
- Dry knitwear flat as it can stretch if you hang it.
- Any garments that have embellishments and fringing that cannot be removed, we recommend careful hand wash only.
- Wash denim and coated fabrics inside out to protect the surface and prolong the depth of the colour.
- With any fabric, beautiful as it may be, the wash care and after care is very important to maintain its quality, so looking after the garment and by not excessive washing will help take care of the garment.